About the College

The College of Registered Nurses of Alberta (CRNA) is a regulatory college under the Health Professions Act. Our vision is excellence in nursing regulation for the health of all Albertans. Our objective is people-first, and we are committed to attracting the best people, engaging and developing a workforce that embodies our values of integrity, respect, accountability and professionalism. The CRNA is committed to meeting and exceeding its legislative responsibilities by using a Right-touch relational regulatory approach.

Customer Service Expert (Temporary)

At the CRNA, we are committed to regulatory excellence and safeguarding the public interest. As part of this commitment, we are seeking a Customer Service Expert to respond to inquiries from applicants and registrants throughout the permit and examination process.

This position plays a key role in the College's tiered service delivery model, serving as Tier 1 support for applicants navigating registration and examination requirements. Working in a high-volume environment across multiple systems, the Customer Service Expert will manage communications by phone and email, validate applicant identification, process National Council Licensure Examination for Registered Nurses (NCLEX-RN) exam results and collaborate with internal teams to support service delivery workflows.

What You Will Do

Applicant and Registrant Support

- Respond to applicant and registrant inquiries by phone and email, and forward items outside scope to the appropriate internal partners.
- Meet virtually with applicants and registrants to resolve application and documentation questions.
- Escalate complex issues and collaborate with internal partners to resolve them.
- Record complete and accurate contact notes and inquiry logs after each interaction to support tracking, reporting and defensible records.
- Participate in stand-up meetings to review priorities and maintain workflow alignment.
- Uphold privacy and confidentiality when handling applicant and registrant information.





Application Review and Exam Eligibility

- Review permit applications for completeness and compliance, request missing documents and follow up until the submission is complete.
- Validate Education Credential Assessments (ECA) and verification of registration documents for authenticity and alignment with CRNA standards.
- Identify real or perceived regulatory concerns and escalate them for review.
- Update applicant records and retain required documentation to maintain defensible records.
- Verify eligibility, including payment and requirements, before approving Authorization-to-Test (ATT), and resolve file discrepancies before finalizing.
- Coordinate with internal partners on ATT exceptions or special cases to ensure compliance with CRNA standards.
- Communicate NCLEX-RN results and guide applicants on next steps after ATT issuance or exam results.
- Communicate outstanding requirements, timelines and next steps to applicants.
- Document ATT approvals and result communications to maintain complete and accurate records.

Record Accuracy and Error Resolution

- Investigate, reconcile and document unmatched examination records and error reports.
- Link payments to the correct applications and update ATT status so applicants can move forward.
- Communicate delays caused by unmatched records and provide status updates to applicants.
- Maintain error logs, identify recurring patterns and recommend system or process improvements.

What You Possess

Education:

High school diploma

Experience:

1 to 3 years of professional experience in customer service, administration, or data and records management. Experience in a regulatory environment,



health-care setting or high-volume service delivery is an asset.

Skills and Competencies:

- Service Orientation: Commitment to delivering service in line with the CRNA's service delivery standards
- Communication: Clear communication skills for handling inquiries, de-escalating conflicts, and collaborating with internal teams and external partners
- Attention to Detail: Accuracy in processing applications, validating documentation and maintaining applicant records
- Problem Solving: Ability to identify discrepancies, resolve payment issues and determine follow-up actions for complex cases
- Prioritization: Organizational skills to manage high inquiry volumes while meeting quality and service standards
- Emotional Intelligence: Ability to provide empathetic, client-focused service in challenging situations
- Technology Proficiency: Skills in CRM systems and document management (SharePoint, Adobe, Microsoft Office).
- Adaptability: Flexibility to learn new systems, adapt to procedural changes and work in a fast-paced regulatory environment

What We Offer:

- A temporary full-time employment opportunity starting December 2026 through to November 2027.
- Competitive salary with a comprehensive health and dental benefits package, including resources to support mental health and financial wellness
- Annual Health Spending Account (HSA) and Wellness Spending Account (WSA) to support ongoing learning, health, wellness and family services
- Flexible, hybrid work setting with a 7.25-hour workday, Monday through Friday
- 12 general holidays, plus an annual holiday break in December
- Earned vacation days, starting at a rate equivalent to 15 days per year

Apply Now

Submit your resume and cover letter by November 8, 2026, quoting file 62901-65.

We appreciate your interest in joining CRNA and thank all applicants in advance. Only those selected for an interview will be contacted.

Work Location: Hybrid remote in Edmonton, AB T5S 1P2

📌 Customer Service Expert (Temporary) (Edmonton)
🏢 College of Registered Nurses of Alberta CRNA
📍 Edmonton